LETCHWORTH EDUCATIONAL SETTLEMENT
229 Nevells Road, Letchworth Garden City, SG6 4UB
Registered Charity No 311085
We value our relationship with our learners and users. We are committed to
providing a high quality experience to them and look for opportunities whenever
possible to improve it. We do however realise that there are times when we might
not get things right.
How to make a complaint
If you are unhappy about something at the Settlement, please contact the Manager
in person or by email, telephone or letter. His contact details are:
01462 682828 – please ask to speak to the Manager
Letchworth Educational Settlement
229 Nevells Road
Letchworth Garden City
We will treat your complaint confidentially and seriously. All complaints will be
In normal circumstances you will receive an acknowledgement of your complaint, by
email or letter, within five working days.
The Manager will then investigate your complaint and respond within ten working
days on the outcome of the investigation and any action to be taken or being
considered. If for any reason this deadline cannot be met, he will provide you with
an interim update.
If a complaint is received outside of term time, please note that you may not receive
a response until the next term starts.
Please also note that if you make an anonymous complaint, the Manager will not be
able to investigate it.
If, after the Manager has responded, you are not satisfied with the outcome, please
write to the Chair of the Settlement Trustees. They will report the matter to the next
meeting of the Trustees who will decide on any further steps to resolve the situation.
The decision of the Trustees will be final.
If you want to make a complaint about the Manager, please contact the Chair of the
Trustees by email at email@example.com, or by letter marked
CONFIDENTIAL: FOR CHAIR.
Acting on results
We will do everything we can to put things right and will review our procedures
where necessary to stop problems happening again.
We hope you agree that most of the time we do provide a good quality experience.
We value all feedback from our learners and users and would also like to hear from
you about what you think we do well. Please let us know what you think, good or
bad, by using one of our feedback forms which are available in the Common Room.
What you tell us helps us to make improvements